Measuring Service Performance

Measuring Service Performance

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In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.It starts with the request to recollect a particularly positive or negative experience with a service provider such as a restaurant, customer service, hospital or airline. ... instead of direct observations, the stories depend on the memory and potentially selective perception of the protagonist, which may cause some bias. ... In fact, it is a good example for the difference between significance and relevance .

Title:Measuring Service Performance
Author:Dr Ralf Lisch
Publisher:Gower Publishing, Ltd. - 2014-03-28


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